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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think that there must a way of getting a refund for a supermarket delivery which doesn't turn up?

35 replies

Carla786 · 07/02/2026 19:14

My DM made an online order from Waitrose for this evening which didn't come. At the time it was supposed to come, she got a text saying 'We've delivered it' but nothing in the porch!

She says there's no point asking for a refund as they insist it's been delivered. She says that's not the first time that's happened, either

Surely there must be a way of getting a refund? It's outrageous for a supermarket to take the money & not deliver the goods...!

  • [Post edited by MNHQ on OP's behalf - it originally stated that the online shop was from Sainbury's, now corrected to say Waitrose]
OP posts:
Nevermind17 · 07/02/2026 19:15

Of course she should ask for a refund!

Barrenfieldoffucks · 07/02/2026 19:16

They'll be able to tell by the trackers in the vehicles and the crates.

Unless they're saying it was nicked from the porch? Is she sure she has the address in there correctly?

Needmorelego · 07/02/2026 19:17

Sounds like they've delivered to the wrong address.
Just contact them to say it hasn't arrived despite the message.
They should be able to contact the driver to check.
Are you on any local Facebook groups?
You could post a "has anyone received a Sainsbury's order they weren't expecting"?
It could be a simple error like it was delivered to 1 Church Road instead of 1 Church Street.

Treylime · 07/02/2026 19:19

Of course she should ask for a refund and raise a complaint. It wouldnt have been nicked from the porch, drivers don't just leave the food on the doorstop.

RaininSummer · 07/02/2026 19:21

I've never known them to just leave orders in the porch so seems very unlikely. Either someone else has your shopping or their systems have totally messed up.

nolongeranutjob · 07/02/2026 19:24

Sainsbury's give a refund for a failed delivery. They have an online chat which is an actual person. They phone the store and then the driver. In my case the driver wouldn't pick up the phone. They did respond to my complaint the following day by saying that the driver had phoned me to say the order wouldn't be delivered but that was a lie. They did refund though.

ETA I've never known them send a text, they come to the door and it has to be received by a person.

Silverbirchleaf · 07/02/2026 19:25

That’s outrageous! Ask them to prove it’s been delivered. Speak to customer services, and if no joy, demand to speak to a manager.

sweeneytoddsrazor · 07/02/2026 19:26

Sainsburys won't leave a delivery unless someone is there to take it in

Silverbirchleaf · 07/02/2026 19:29

Just found this on the Sainsbury website. Maybe worth quoting it to them.

“Receiving your grocery deliveryExpand or collapse answer
You or someone aged 18 or over on your behalf must be available to receive, inspect and sign for your grocery order. We will not be able to leave goods unattended under any circumstances.
To take the best care of your shopping, we pack your frozen and chilled goods separately to keep them at the right temperature. Your shopping is then delivered in special vans with temperature-controlled compartments.

We will always deliver to the front door of your house or flat. Our delivery service does not include a detailed check of your shopping. The driver will hand you the delivery paperwork when your shopping is delivered.

However, if you have any queries, you are welcome to call our customer helpline on 0800 328 1700.”

As it says, they do not leave goods unattended!

Original poster
Carla786 · 07/02/2026 19:29

Sorry, my mistake: it was Waitrose not Sainsbury's.

Waitrose will only deliver if you open the door.

The driver claims he rang the bell & no one answered so he drive away again.

My DM says she was listening out for him for ages & heard no bell or knock. I should add that she is in her early sixties and has no hearing issues.

OP posts:
Original poster
Carla786 · 07/02/2026 19:32

Barrenfieldoffucks · 07/02/2026 19:16

They'll be able to tell by the trackers in the vehicles and the crates.

Unless they're saying it was nicked from the porch? Is she sure she has the address in there correctly?

Thank you. They have successfully delivered before...

The issue is that the driver claims he rang the bell & no-one answered so he drove away. My DM can hear with no issues & heard no bell in all her time listening near the door

OP posts:
RaininSummer · 07/02/2026 19:35

So they didn't actually deliver. I guess you need to check their policy then if they were outside with the order but nobody answered as that isn't really their fault.

Original poster
Carla786 · 07/02/2026 19:38

nolongeranutjob · 07/02/2026 19:24

Sainsbury's give a refund for a failed delivery. They have an online chat which is an actual person. They phone the store and then the driver. In my case the driver wouldn't pick up the phone. They did respond to my complaint the following day by saying that the driver had phoned me to say the order wouldn't be delivered but that was a lie. They did refund though.

ETA I've never known them send a text, they come to the door and it has to be received by a person.

Edited

Sorry, to clarify, this was Waitrose not Sainsbury's. Waitrose have to have someone answer the door, they don't leave in porch.

The text came when she asked them why it hadn't been delivered. I got that wrong about it saying 'We've delivered it'. It was instead claiming that the driver arrived & rang the bell but no-one answered.

She doesn't have hearing issues and doesn't usually miss the bell. Weird...

Maybe the driver went to the wrong house without realising?

OP posts:
Original poster
Carla786 · 07/02/2026 19:40

RaininSummer · 07/02/2026 19:35

So they didn't actually deliver. I guess you need to check their policy then if they were outside with the order but nobody answered as that isn't really their fault.

Hmm...the issue is that she's sure they didn't ring. She was sitting on the ground floor throughout the slot listening out for it.

my DM doesn't have hearing issues and doesn't usually miss the bell. It's odd.

Maybe the driver accidentally went to the wrong house?

OP posts:
Windday · 07/02/2026 19:40

Complain, use SM to complain.
Kick up a stink.
How many times has this happened?

Original poster
Carla786 · 07/02/2026 19:41

Windday · 07/02/2026 19:40

Complain, use SM to complain.
Kick up a stink.
How many times has this happened?

This hasn't happened before.

OP posts:
Drivingmissrangey · 07/02/2026 19:43

Carla786 · 07/02/2026 19:29

Sorry, my mistake: it was Waitrose not Sainsbury's.

Waitrose will only deliver if you open the door.

The driver claims he rang the bell & no one answered so he drive away again.

My DM says she was listening out for him for ages & heard no bell or knock. I should add that she is in her early sixties and has no hearing issues.

But they usually try to call if they can’t get someone. I’ve had them call me when DP is home but upstairs on the phone. They don’t usually drive off without at least trying to contact by phone.

StudyinBlue · 07/02/2026 19:43

Of course you ask for a refund. I got a Tesco Whoosh delivery and it was the wrong delivery (delivery man couldn’t get away fast enough and I literally ended up running down the road after his car but he wouldn’t stop). Within 5 mins I’d got a full refund and they told me to keep the ‘wrong delivery’.

Colleen8 · 07/02/2026 19:45

She absolutely needs a refund, but if it’s Sainsbury’s Chop Chop, she will be in for a wait!

I placed an order there just before Christmas. Just over £90. Same thing, said delivered. I called, it’s a call centre abroad somewhere or other and long story short, after 3 calls spanning 7 days I got it back on day 10. Disgusting. They just said couldn’t sortit it, there was no senior manager available to them, they couldn’t give me the store number in the UK… On it went. Unfortunately I was unable to go down to the store over that time. I asked what someone should do if that were all they had to spend and with Christmas so close; I asked could they take my number (which they did each time) but no one called. Hideous customer service.

These companies need to tell us up front that they cannot be contacted should something go wrong.

I hope your Mum gets her refund quickly an easily.

mondaytosunday · 07/02/2026 19:47

Well that’s a completely different issue, and I’m very surprised they didn’t try to call her as on the one or two occasions I’ve been stuck in traffic and just not made it home they called me (and were kind enough to wait). They can contac t the driver and may be able to get him to deliver now if he is still in the area. Otherwise they will process a refund - that’s the usual course of events. If this doesn’t happen call customer service. I’ve always found them very helpful.

mondaytosunday · 07/02/2026 19:48

@Colleen8look at the OP updates - it was Waitrose and they did not deliver as they say no one answered the door.

Barrenfieldoffucks · 07/02/2026 19:49

Carla786 · 07/02/2026 19:32

Thank you. They have successfully delivered before...

The issue is that the driver claims he rang the bell & no-one answered so he drove away. My DM can hear with no issues & heard no bell in all her time listening near the door

Show quote history

At Tescos they will refund once the delivery gets back to the store. They would also phone instead of just leaving, and wait if feasible.

The store will be able to track online whether the vehicle went to her address.

Guidanceplease20 · 07/02/2026 19:51

Sainsburys often deliver outside of my slot but they always call me. Ive never known them leave groceries and if there is frozen and cold, it wouldnt be safe, and if there was alcohol, Id imagine it would be illegal.

I see its Waitrose now - Id imagine they would be the same, or better.

LifeInTheWind · 07/02/2026 19:54

Carla786 · 07/02/2026 19:41

This hasn't happened before.

Show quote history

She says that's not the first time that's happened, either

This is from your opening post, so I’m guessing your mother told you this?

Is she entirely reliable?

Ilikesundays · 07/02/2026 19:55

Was she in? Why would Sainsburys send a text saying they’ve delivered if someone was there and took it in. Sainsbury’s never leave deliveries in a porch unattended and I’ve never known them send a text. Is she sure it was Sainsbury’s? She should give them a ring (number is n the website) and raise the issue with them.